AccountId: 011433970860
ContactId: cf751094-cbe7-4931-acb5-0703085bf88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470339 ms
Total Talk Time (AGENT): 150462 ms
Total Talk Time (CUSTOMER): 150228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/cf751094-cbe7-4931-acb5-0703085bf88d_20250529T17:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I have a quick question about one of our customers, one of the employees' coverage.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you happen to have that policy number or group number?
[CUSTOMER][NEUTRAL] I can give you the employee's policy number if that's quicker.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 357-556
[AGENT][NEUTRAL] OK, and the uh insured's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Let me look and see what her date of birth is really quick.
[CUSTOMER][NEUTRAL] Her birthday is [PII].
[AGENT][NEUTRAL] OK and the name of the group?
[CUSTOMER][NEUTRAL] It is family advocacy and community training.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call gets disconnected?
[CUSTOMER][POSITIVE] Yeah, whenever you're ready.
[AGENT][POSITIVE] OK, yes, ma'am. I'm ready.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you?
[CUSTOMER][NEUTRAL] So she is being charged $222.38 a month.
[CUSTOMER][NEUTRAL] I'm just confused on where that number is coming from. Her policy certificate says.
[CUSTOMER][NEUTRAL] That the premium is 126.26 a month?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she's being charged 222.38 and both of the flyers that we have, the group has a premium hospital indemnity and a basic hospital indemnity plan, and the 222.38 is not on either of the flyers for any sort of coverage premium.
[AGENT][NEUTRAL] OK, and what invoice is this on?
[AGENT][NEUTRAL] Or the month?
[CUSTOMER][NEUTRAL] Uh, this is from
[CUSTOMER][POSITIVE] I'm looking at one from November, but I'm pretty positive.
[CUSTOMER][NEUTRAL] It's on the one from this month too let me double check it.
[AGENT][NEUTRAL] For April, I mean, Lord, it's May.
[CUSTOMER][NEUTRAL] Yes, for May.
[AGENT][NEUTRAL] Thank you because apparently I'm stuck in April, give me one moment.
[CUSTOMER][NEUTRAL] That's OK. I wish it was April.
[AGENT][NEUTRAL] Well, I wish it was June cause it's when my birthday is in June. So, well, I don't know. It could be a bad thing too, you know, getting older, but it's, it's all good. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, that's fair.
[CUSTOMER][NEUTRAL] It looks like the I just pulled up the invoice from this month. It looks like she's being charged 200.14.
[CUSTOMER][NEUTRAL] Let me double check this.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Which isn't on either of the flyers either.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh yes it is, never mind.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] And for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, let me.
[AGENT][NEUTRAL] I'll probably have to transfer you to our billing department um.
[AGENT][NEUTRAL] See, but I don't show you as being a group contact on the plan or a group contact on the group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I work for the broker. It might have [PII], she's my coworker.
[CUSTOMER][NEUTRAL] As the group contact.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Either [PII] or [PII].
[AGENT][NEUTRAL] And verify your email address.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Or you know what, it might be, it might have [PII] as the broker.
[AGENT][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let me transfer you to our billing department, uh, give me one moment, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] do.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, uh, this is [PII] in the care team. Um, I have Ms. [PII], she says she's calling from the broker's office in regards to, um, premium for an insured.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] She said they received information where the premium was more than uh what we show in the system.
[AGENT][NEUTRAL] And she has questions about it.
[CUSTOMER][NEUTRAL] Is this about a group bill or an individual?
[AGENT][NEUTRAL] Uh, it's about a group bill, but it's based on an individual, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK, what's that group number, love?
[AGENT][NEUTRAL] Um, 20939.
[CUSTOMER][NEUTRAL] And by chance do you know what particular invoice?
[AGENT][NEUTRAL] She said that she saw it in November, but she said uh it was under this month as well, but it's showing a different amount.
[CUSTOMER][NEUTRAL] Oh dear, OK, and the individual's policy number by chance?
[AGENT][NEUTRAL] 183-575-6.
[CUSTOMER][NEUTRAL] Oh, and um you said her name was [PII]. What's a good call back number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][POSITIVE] Awesome sauce. Thank you, ma'am. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You as well. Thank you.
[AGENT][NEUTRAL] Mhm bye.